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Video transcript

Password: Help! My Account is Locked

Slide 1

[Background image: Picture of Carly, a Customer Service Representative]

[Narrator speaks]

Hi, I’m Carly, a Customer Service Representative for the Minnesota Unemployment Insurance Program.

In this video, I’ll explain how to get access to your account if you receive a message that your password is suspended or your account is temporarily locked.

Slide 2

[Narrator speaks]

Your account will be temporarily locked when you enter your account password incorrectly multiple times, AND you also answer your security question incorrectly.

There are several reasons for this, but the most important is to stop someone from trying to guess your password and access your account to obtain YOUR personal information or steal YOUR unemployment benefits.

We take protecting your personal information VERY seriously. It’s for this reason that we are quick to lock your account when a user cannot be authenticated, and very careful not to unlock it for anyone but you.

Slide 3

[Narrator speaks]

[Screen text: What will not work: Resetting your password; Using your old password. What will work: Calling Customer Service]

Once your account is locked, you will not be able to reset your password or unlock your account on your own. Even if you later remember your password, you will not be able to use it to log in.

You must call Customer Service to have your account unlocked.

Slide 4

[Narrator speaks]

There’s a good chance you’ve never had to call Customer Service before, so let’s walk through the process to speak with a representative.

If you’re in the Twin Cities Area, call 651-296-3644.

If you’re outside the Twin Cities Area, call 877-898-9090.

When your call is connected, you will select the language you want to hear, and then enter your Social Security number followed by the pound key. Just enter the numbers, not the dashes.

Then you’ll hear several options. Press 2 to speak with a representative to have a temporary password mailed to you.

You’ll then be placed on hold to wait for the next available representative. Depending on the time of year and time of day, this can take between thirty seconds and two minutes.

There’s hold music so you know your call is still connected. Don’t hang up and call again, hoping you’ll get to a representative faster. Calls are answered in the order they are received.

Slide 5

[Narrator speaks]

Once you’re on the phone with a representative, they will ask questions to verify your identity before assisting you.

Usually, this takes only a few minutes, but it could take longer if the proper information is not available.

Slide 6

[Background image: Temporary password letter]

[Narrator speaks]

After we verify your identity, we will send you a letter containing a temporary password. This is the only password that can unlock your account.

For your account security, we cannot view your temporary password. Your Temporary Password letter is sent to the address in your account and will arrive within a couple of business days.

Look for the date in the first bullet point. This is when you can use your temporary password.

If you try to enter your old password or log in with the temporary password before this date, you will lock your account again and have to start this process over.

This will create additional delays in accessing your account.

Slide 7

[Background image: Temporary password letter; Self-Service System Log In page and Account Home page]

[Narrator speaks]

Follow the instructions on the front and back of your Temporary Password letter to log in to your account, using your temporary password, and create your new password.

Once you create your new password, you’ll receive a message that you’ve successfully changed your password. This means your account has been unlocked and you can access your account again.

Slide 8

[Narrator speaks]

To prevent your account from being locked again, remember these tips:

Use a password that you can remember easily like a word or number, but that only you know.

Don’t use passwords that are easily guessed by others like your birth date or your cat’s name, and don’t share your password with others.

The same applies to your security answer. If you write your password down, keep it in a safe place.

Slide 9

[Screen text: To enter your password by phone: online password = DOGGY5, phone password = 364495]

[Narrator speaks]

When entering your password on the phone, convert any letters to numbers.

Slide 10

[Narrator speaks]

If you have a mobile phone with a full keyboard, use only the buttons that you would press to make a phone call. Do not use the letter keys on the full keyboard.

Do not try to enter your password as if it’s a text message.

Pressing a number key repeatedly on your keypad does not advance to the next letter shown on that key. Instead, it enters the number multiple times.

Slide 11

[Background image: Temporary password letter]

[Narrator speaks]

I hope this video helps you understand how to unlock your account and prevent future access problems.

Remember: If your password is suspended or you are locked out of your account, call Customer Service.

Do not try to log in to your account while waiting for your temporary password, or you will lock your account again and you will have to call Customer Service to request another temporary password.

You will receive a temporary password in the mail. Your temporary password IS NOT active until the date indicated in the letter.

Slide 12

[Narrator speaks]

If you have questions or need assistance, contact Customer Service; we will be happy to assist you.

Meanwhile, check these resources for more information about passwords.

[Screen text: Customer Service, Phone: 651-296-3644 (Twin Cities area), 1-877-898-9090 (Greater Minnesota), 1-866-814-1252 (TTY for the hearing impaired) | Links for more information: Using Your Password, Password Resets and Account Lockouts, Tips to Avoid Locking Your Account, Video Library]

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